Senior Customer Experience Engineer

Microsoft

Redmond, WA

Full Time

Senior

120k-235k

4 days ago

Job Description

About the Role

Microsoft is a company where passionate innovators come to collaborate, envision what can be and take their careers to levels they cannot achieve anywhere else. The Business & Industry Copilots group is a rapidly growing organization responsible for the Microsoft Dynamics 365 suite of products, Power Apps, Power Automate, Dataverse, AI Builder, Microsoft Industry Solution, and more. We are looking for a Senior Customer Experience Engineer to join our team, working on something highly strategic to Microsoft. This role involves solving complex problems, working closely with customers to improve the Dynamics customer experience, and supporting top Dynamics customers through innovative support solutions in a global support and operations environment.

Key Responsibilities

Directly support our top Dynamics customers and resolve critical and complex technical issues in a 24x7x365 global support delivery team.
Be part of On-Call rotation to help handle escalations and triage high severity incidents.
Use deep technical and product expertise combined with understanding of customer needs to solve complex business challenges.
Work with engineering teams to support and deliver solutions and new capabilities for mission-critical deployments.
Champion and advocate for customers by representing their issues to engineering teams and developing innovative resolution methods.
Quickly identify customer issues and conduct in-depth diagnostics.
Contribute to forums and develop self-help documentation and quick
How To
videos.
Participate in recruiting and ramping up a global support team for top customers.
Coach and mentor new hires, develop and present training.
Help establish a real-time readiness model by updating training and readiness content as cloud technology evolves.
Work with leadership on process improvement and strategic initiatives.

Requirements

Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 4+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.
4+ years of hands-on experience with Dynamics 365 Customer Engagement (CE), PowerApps, PowerAutomate and Dynamics 365 CE apps with deep technical expertise.
4+ years of experience managing and driving initiatives across the program.
4+ years of experience delivering the right customer experience with exposure to customer side troubleshooting.
Ability to meet Microsoft, customer and/or government security screening requirements, including passing the Microsoft Cloud background check.

Nice to Have

Master's Degree in Engineering, or related field AND 6+ years experience in technology industry, cloud, technical support, and/or customer experience engineering.
Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 8+ years experience in technology industry, cloud, technical support, and/or customer experience engineering.
2+ years of customer facing experience.
Understanding of cloud computing technologies such as Azure Core Platform, Data Platform: SQL, Azure DB/storage.
Application development experience.

Qualifications

Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field
4+ years experience in technology industry, cloud, technical support, and/or customer experience engineering

Benefits & Perks

Industry leading healthcare
Educational resources
Discounts on products and services
Savings and investments
Maternity and paternity leave
Generous time away
Giving programs
Opportunities to network and connect

Working at Microsoft

Microsoft values respect, integrity, and accountability, fostering a culture of inclusion where everyone can thrive at work and beyond. The company encourages a growth mindset, innovation, collaboration, and customer obsession.

Apply Now